LogoThe company logoCloseAn XSearchA magnifying glass, intended to signify the search option.BubblesAn icon of speech bubblesNotificationAn icon of a mobile phone with a notification bubbleGraphAn icon of a line and bar graphChecklistAn icon of a checklistBrowser DashboardAn icon of a browser dashboardCalendarAn icon of a calendarChartAn icon of a chartCheckAn icon of a checkmark in a cricleClockAn icon of a circular clockDocumentsAn icon of a some documentsDownloadAn icon of an arrow pointing down at an inboxFile TransferAn icon of documents being transferedFlagAn icon of a flagLocationAn icon of a map an location pointLock - ClosedAn icon of a closed lockLock - OpenAn icon of an open lockMoneyAn icon of some dollar billsMouseAn icon of a computer mousePhotosAn icon of a stack of photosShare NetworkAn icon of two connected computersShopping BagAn icon of a shopping bagTransferAn icon of two opposing arrowsTransferAn icon of two opposing arrowsWorldAn icon of two opposing arrowsTwitterAn icon of the Twitter logoFacebookAn icon of the Facebook logoInstagramAn icon of the Instagram logoLinkedInAn icon of the LinkedIn logoYouTubeAn icon of the YouTube logoPricing - CheckmarkAn icon of a checkmark in a circlePricing - EnvelopeAn icon of an envelopePricing - Inbox/OutboxAn icon of an inbox/outboxPricing - LockAn icon of a lockPricing - PhoneAn icon of a telephone receiver

CSAT Survey Best Practices

What do customers think about your brand? Are they satisfied with your customer service? Do they think there are areas where you could improve? Knowing the answers to these questions is critical in your efforts to win new customers and maintain existing ones, because when your customers aren’t satisfied, you risk losing business to your competitors.

Customer satisfaction (CSAT) surveys allow your brand to ask customers whether or not they are happy with your products and services, and learn the key drivers behind their satisfaction and dissatisfaction. CSAT surveys are also an effective way of engaging with your customers to demonstrate that you value their opinions, which helps build customer loyalty.

Long surveys that are deployed months after a customer’s interaction with your brand will result in low participation and less detailed, accurate answers. In this blog, we’ll share three tips for creating surveys your customers won’t mind doing and for collecting actionable feedback:

Keep your surveys short

Ask the right questions

Get the timing right

1. Keep your surveys short

Customers are less likely to participate in long surveys, providing you with less data and insights about where you are excelling and where you need to make improvements. Keep your surveys short by asking 5-10 questions about:

Service delivery

Satisfaction and retention

Net promoter score (NPS)

2. Ask the right questions

Use as many rating scale questions as possible (strongly disagree - strongly agree or not at all likely - extremely likely). This makes it easier and faster for customers to respond than when asking open-ended questions - which will drive participation.

Another important benefit of using rating scales is that these questions are scored, which allows you to easily identify which areas of improvement need to be prioritized, and then measure and track satisfaction levels over time. You can directly tie improvements to initiatives that were implemented to have a positive impact on customer experience, to see what’s working and what’s not.

Example of questions to use for rating scales:

Service representatives are well trained.

Account manager responds to my inquiries in a timely manner.

How often do you typically use the product?

Overall, how satisfied are you with your new product?

How likely would you be to recommend the product to a colleague or friend?

How likely would you be to recommend the company to a colleague or friend?

3. Get the timing right

The longer you wait to deploy a survey, the less likely customers are to participate and the feedback you collect may be less accurate and detailed. Some tips for ensuring customers participate quickly and you collect more actionable insights are:

Ensure customer service related surveys are completed within five days of interacting with your brand

Provide a link to your survey on a receipt if applicable

Have your customer service reps promote the survey and explain the details/deadlines

Include an incentive

Conclusion

Customer satisfaction plays a crucial role in your business. Using CSAT surveys to collect feedback and take action to drive improvements, is one of the best ways to deliver excellent customer experience and be a standout amongst your competitors. In order for you to improve customer participation in surveys and collect the most actionable feedback we recommend using these three tips: